Karla De La Flor
Anaheim,CA
Summary
Perceptive advisor offering 8 years of experience in developing and managing project estimates by coordinating with colleagues and clients. Successful in devising bid proposals in line with client specifications and objectives through clear communication and attention to detail. Driven to minimize costs by continually comparing project costs to estimates in addition to providing memorable customer service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Collision Estimator
Prestige Collision Center
02.2023 - 03.2023
- Supported customers throughout the repair process, addressing concerns and providing updates on progress as needed.
- Conducted thorough damage assessments, identifying all necessary repairs to restore vehicles to pre-accident conditions.
- Demonstrated adaptability while managing multiple cases simultaneously under tight deadlines without sacrificing quality or accuracy in estimations provided.
- Minimized potential conflicts by effectively documenting all aspects of each collision case, including detailed photographs and written descriptions of damages incurred.
- Ensured accuracy in repair estimates by utilizing cutting-edge software programs designed for the automotive industry.
- Boosted overall performance metrics by identifying opportunities for continuous process improvements and implementing necessary changes within the collision estimation department.
Service Advisor
Caliber Collision
05.2022 - 11.2022
- Developed estimates by costing materials, supplies, and labor.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Supported customers throughout the repair process, addressing concerns and providing updates on progress as needed.
- Conducted thorough damage assessments, identifying all necessary repairs to restore vehicles to pre-accident conditions.
- Minimized potential conflicts by effectively documenting all aspects of each collision case, including detailed photographs and written descriptions of damages incurred.
- Enhanced communication with insurance companies by effectively explaining repair requirements and negotiating fair compensation.
- Utilized cost-estimating software to streamline estimating processes and produce accurate and reliable estimates.
Customer Service Representative
AW Collision
05.2021 - 11.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Collision Estimator
Browning Mazda- CarStar
01.2019 - 08.2019
- Improved customer satisfaction by providing accurate and timely repair estimates for collision damages.
- Ensured accuracy in repair estimates by utilizing cutting-edge software programs designed for the automotive industry.
- Maintained positive relationships with vendors, ensuring timely delivery of parts and materials for repairs.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
- Prepared estimates used by management for purposes such as planning, organizing, and scheduling work.
- Prepared bids and proposals to submit to clients and secure new business.
Customer Service Representative
Enterprise Rent-A-Car
01.2018 - 12.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Collision Estimator
AutoNation
08.2015 - 08.2017
- Supported customers throughout the repair process, addressing concerns and providing updates on progress as needed.
- Conducted thorough damage assessments, identifying all necessary repairs to restore vehicles to pre-accident conditions.
- Minimized potential conflicts by effectively documenting all aspects of each collision case, including detailed photographs and written descriptions of damages incurred.
- Showcased exceptional customer service skills when interacting with clients in high-stress situations, providing empathy and reassurance during difficult times.
- Maintained a strong attention to detail, ensuring all relevant information was accurately recorded and communicated to customers and insurance providers throughout the repair process.
- Enhanced communication with insurance companies by effectively explaining repair requirements and negotiating fair compensation.
Service Cashier
AutoNation
02.2013 - 08.2015
- Handled customer inquiries, resolving issues promptly for increased satisfaction.
- Liaised between service manager and service team by greeting customers and answering calls to promote smooth transition of service functions.
- Inspected service repair orders and parts invoices to encourage proper completion and accuracy.
- Printed repair orders, parts invoices, bills and itemized lists to show amount due and collected from customer in cash, check, or authorized charge account.
- Efficiently communicated any discrepancies or inconsistencies found within pricing systems to management staff for prompt resolution.
- Completed end-of-day closing procedures thoroughly and efficiently, preparing the register for the next business day''s opening staff member.
- Maintained knowledge and understanding of extended service policies to accurately process extended warranty payments for repair orders.
- Recorded amounts received and prepared cash reports of daily transactions to verify against cash-on-hand.
- Balanced multiple payment methods accurately, including cash, credit cards, gift cards, coupons, and vouchers.
Education
Bachelor of Arts - Sociology
California State University - Fullerton
Fullerton, CA08.2011
Associate of Arts - Liberal Arts And General Studies
Santiago Canyon College
Orange, CA05.2008
Skills
- Auto Body Repair Knowledge
- Damage Assessment
- Cost Estimation
- Insurance procedures
- Vehicle Inspection
- Estimating Techniques
- Parts Ordering
- Photographic Evidence
- Claims Processing
- Repair Planning
- Damage Documentation
- Structural analysis
- Project Management
Certification
- Dispute Resolution- Domestic , CPS (Child Protective Services- Orange County Social Service)
- Dispute Resolution- Civil, CPS (Child Protective Services Orange County Social Services)
- Trauma Informed Care, New Alternatives, Inc
Timeline
Collision Estimator
Prestige Collision Center
02.2023 - 03.2023
Service Advisor
Caliber Collision
05.2022 - 11.2022
Customer Service Representative
AW Collision
05.2021 - 11.2021
Collision Estimator
Browning Mazda- CarStar
01.2019 - 08.2019
Customer Service Representative
Enterprise Rent-A-Car
01.2018 - 12.2018
Collision Estimator
AutoNation
08.2015 - 08.2017
Service Cashier
AutoNation
02.2013 - 08.2015
Bachelor of Arts - Sociology
California State University - Fullerton
Associate of Arts - Liberal Arts And General Studies
Santiago Canyon College
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